Complaints

We're here to help you.

 

At Cbus we aim to provide the best service to our members and employers, and resolve any enquiries or issues as effectively as possible.

However, if you’re unhappy with our service or products it’s important we hear from you.

Your complaint will be treated seriously, and investigated fairly and thoroughly. We’re committed to keeping you informed about your complaint and the complaints process.

Who can make a complaint?
  • a member
  • an employer 
  • a beneficiary
  • an executor of a late member’s estate
  • a person who has made a claim on a death benefit.

Read about beneficiaries.

How do I make a complaint?

You can complain in the way that’s most convenient for you – by phone, email, post or in person.

Call

8am-8pm (AEST/AEDT)
Monday to Friday
1300 361 784

 

Write

Cbus Complaints Officer
Cbus, Level 28, 2 Lonsdale St, Melbourne 3000

 

Visit

Front counter service

VIC

Open 9am-5pm (local time), Monday to Friday

Level 28, 2 Lonsdale Street, Melbourne

Get directions - Melbourne front counter

WA

Open 8am-4pm (local time), Monday to Friday

Level 1, 82 Royal Street, East Perth

Get directions - Perth front counter

 

How will Cbus handle my complaint?

We’re committed to investigating your complaint and we aim to resolve your concerns as quickly as possible.

You’ll be assigned a dedicated Complaints Resolution Officer who will acknowledge your complaint and summarise your issues. We’ll conduct a fair investigation by reviewing all documentation and we’ll keep you informed about the progress of your complaint.

Once we’ve investigated your complaint we will write to you explaining our decision, the reasons for the decision and any possible resolutions or course of action. 

Some complaints may be complicated and require time to investigate and respond. In most cases complaint responses are provided within much shorter time frames, with the maximum being 90 days for super-related complaints.

For further information about how to make a complaint, read our Complaints fact sheet (PDF).

What if I’m not happy with my complaint response?

If we fail to provide you with a written response to a super related complaint within 90 days of the date we received your complaint, or you’re unhappy with our response to your complaint, you may take the matter further with the Super Complaints Tribunal (SCT).

If we fail to provide you with a written response to a financial advice related complaint within 45 days of the date we received your complaint, or you’re unhappy with our response to your complaint, you may take the matter further with the Financial Ombudsman Service (FOS).

The SCT and FOS will not consider your complaint unless you have complained to us first. Also note that the SCT can’t handle complaints from employers or complaints relating to management of Cbus as a whole.